"Ellesmere Medical Practice"
Ellesmere Medical Practice Local Patient Participation Report March 2012 A description of the profile of the members of the PPG: The current PRG membership is neither reflective nor representative of its practice population. The practice has found that the current membership reflects the types of patients who have a certain level of confidence and available time. There are 11 PRG members within the group. There are 5 male and 6 female representatives. Age profile: Analysis of Current Patient Reference Group Membership Male 0 0 2 2 1 0 5 5 Female 0 0 2 1 2 1 6 6 Total 0 0 4 3 3 1 11 11 The practice has considered evening meetings to attract patients who are either in education, have children of school age or are working. Unfortunately patients such as children/young people, carers, and parents with small children in particular have not come forward or are able to offer their time. The membership of demographics of the PRG mainly reflects members who can offer their time and skills. A description of what steps the Practice has taken to ensure that the PPG is representative of its registered patients and where a category of patients is not represented then what steps have been taken by the Practice in an attempt to engage with those patients: Ellesmere Medical Practice had a pre-existing PPG but is currently attracting new members to the group by publicising its meetings through its website, newsletter, notice board, display leaflets etc in and around the practice. The Practice has tried to target specific registered patients, particularly under represented groups through various means. For example, the PPG and Practice is looking at publicising the group and attracting a virtual group. The Practice will be making use of its new text messaging patients. However, the practice has found that targeting patient’s who are either in education or in employment, are not able to offer their time to attend meetings. However, it this would provide a facility to encourage patients to join its virtual PPG group. The Practice with the help of the PPG will be putting together an information pack to invite the views of patients and gives them an opportunity to raise issues about their own care and treatment as well as any issues of concern through a patient leaflet/flyer which is readily available to patients. The Practice is also introducing the information pack as part of its registration pack for new patients and a copy in the newsletter. A description to be entered in around how the Practice and the PPG determined and reached an agreement on the issues which had propriety within the Local Practice survey: The practice was very keen in engaging patients to help deliver and design services around the needs of its patients. The Practice was keen to ensure that before it sought the views of its patients on the priority areas, that the group understood its roles and responsibilities and why as a group they are central to everything the Practice does. The PPG were keen to ‘go back to basics’ and look at issues regarding their patient experience with regards to appointments, telephone access, seeing a GP of their choice and Triage Service. A view of what the patients at Ellesmere Medical Practice think about the services it receives from the GPs, Nurses and staff. The Practice had also used feedback from complaints, significant events, comments and suggestions by patients (through its website feedback form) to help inform some of the priority areas. The above issues had previously been discussed at PPG meetings and the members agreed that it would like to survey patients on these priority issues, which they wanted including in the survey. A description of how the Practice sought to obtain the views of its registered patients The practice used the PPG which was and presented at the PPG meetings for comments and approval as to ensure it was suitable and met the areas/priorities to be included within the survey. The PRG unanimously supported the use of the Questionnaire within the Practice. Prior to the survey the practice displayed posters in and around the surgery informing patients that a survey would be undertaken. It also advised patients that the survey would be assisted and supported by its PPG members. Each PPG member was required to complete a confidentiality agreement and guidance given on how the survey should be conducted. Patients were asked upon arrival to the surgery if they would be happy to participate in the local survey. The Practice looked at targeting various groups of patients and different times of the day (baby clinic, chronic disease clinics, and general routine appointments with GP/Nurses). The survey was conducted during April 2011. The PPG were actively involved in ensuring that patients participated in the survey by handing out questionnaires to patients before and after their appointment at the Practice. Questionnaires were completed by patients and returned to the Practice via PPG members. A total of 188 questionnaires were completed. How the Practice sought to discuss the outcomes of the local survey and the Practice’s action plan together The practice reviewed the analysis of the local patient survey which pinpointed the areas where the Practice had scored well and also those areas where improvements might be needed. The report detailed a page by page guide to interpretation of the Practice report to aid the practice and PPG in understanding the results. The results were discussed in detail at meetings in June, September 2011 and March 2012 which enabled the PPG and the practice to compile an action plan based on the findings/results. The Practice was able to agree an action plan with the support of the PPG which was approved by the group at its meeting held on 22nd March 2012 A description of the findings or proposals that arose from the local Practice survey Patients were asked questions with regards to the practice; the practitioner; the staff, telephone and appointment service. The Practice received many comments regarding the telephone system, problems in getting through to the practice first thing in the morning and problems experienced in getting an appointment with a GP. Responses found to be positive Staff are welcoming and very courteous Patient experience with GP is good, excellent, fantastic Very good NHS service Responses found to be least positive Telephones - Overwhelming comments regarding the difficulties in getting through to the practice first thing in the morning. Patients find the appointment system frustrating (ie time it takes to get through to find that same day appointments have gone or doctor of choice is not available). Booking an appointment - more evening appointments or even Saturday appointments were suggested. Overwhelming request to improve the appointment system or provide education on the Triage/Same day service the practice provides. Reception Staff - Comments regarding the staff delivery and service they provide. A Description of the action which the Practice, the PCT intend to take as a consequence of discussions with the PPG in respect of the results, findings and proposals arising out of the local Practice survey. The PPG have identified the following priorities: Help work with the Practice to reduce the number of Did Not Attend (DNA) appointments, which may help with access appointments Improve the appointment system Telephone Access Training for reception staff An action plan details the recommendations/priorities identified by the PPG/Practice. A description of the opening hours of the Practice premises and the method of obtaining access to services through the core hours: Ellesmere Medical Practice is open Monday to Friday 8.00 – 18.00. Patients can make appointments by telephoning or calling in to the practice to make an appointment. The Practice will be offerring online facilities, to enable patients to request repeat prescription requests via its secure website. The practice has a new text messaging facilities to remind patients of their appointment, as well as proving health promotion messages.